AECOM Customer Service Representative in College Park, Maryland

Requisition/Vacancy No. 145984BR

Position Title Customer Service Representative

Job Category Administrative Support / Secretarial

Business Line Government

Country United States of America

State/Province/Region USA - Maryland

City College Park

Why Choose AECOM? AECOM is a premier, fully integrated professional and technical services firm positioned to design, build, finance and operate infrastructure assets around the world for public- and private-sector clients. With nearly 100,000 employees — including architects, engineers, designers, planners, scientists and management and construction services professionals — serving clients in over 150 countries around the world, AECOM is ranked as the #1 engineering design firm by revenue in Engineering News-Record magazine’s annual industry rankings, and has been recognized by Fortune magazine as a World’s Most Admired Company. The firm is a leader in all of the key markets that it serves, including transportation, facilities, environmental, energy, oil and gas, water, high-rise buildings and government. AECOM provides a blend of global reach, local knowledge, innovation and technical excellence in delivering customized and creative solutions that meet the needs of clients’ projects. A Fortune 500 firm, AECOM companies, including URS Corporation and Hunt Construction Group, have annual revenue of approximately $19 billion. More information on AECOM and its services can be found at www.aecom.com.

About the Business Line

Government

AECOM’s Global Support Services (GSS) organization resides within AECOM’s Government business line and is comprised of three divisions — International Development, Operations and Mission Support, and Global Programs. GSS has the international presence, personnel networks and procurement infrastructure to deliver support for any mission, anywhere. We optimize the reliability, availability and sustainability of equipment, logistics systems and facilities for clients around the world. GSS supports the U.S. Government, non-U.S. Governments and industry clients with worldwide program management, planning, design, operations and maintenance, logistics, aviation services, security, international development, environmental and civil engineering and mission and intelligence support.

Job Summary

The Customer Service Representative – Customer Support provides administrative support and communications to customers from one of the external support offices. Incumbents are scheduled to work an eight hour shift during prime operating hours, which are from 7:00 a.m. to 5:00 p.m., Monday through Friday

CSR - CS work is to provide a single point-of-contact to the broad array of services offered to our customers.

  • Respond to all telephone, walk-in and electronic inquiries for assistance.

  • Enter requests for service into the Service Order Request Database (SORD) and notify the appropriate first responder for action.

  • Create meeting reservations in the Conference Room Scheduler, scanning the system ensuring no double bookings are created or are addressed immediately.

  • Provide conference room configurations ensuring requests are planned, communicated and carried out as appropriate.

  • Serve as the face of our client to greet customers and answer inquiries professionally and eloquently.

  • Assist with procurements for materials and office supplies; assist with requests for access to the building and restricted floors.

  • Coordinate the process for transportation of material and issuance of U-drive vehicles.

  • Maintain the Copy Centers per each floor monitoring and replacing toner and bulk paper.

  • Manage the building-wide name plate program using graphical printing software.

  • Utilize a camera and laptop computer to take, process and electronically distribute photographs to customers.

  • Capture productivity metrics and submit weekly as requested.

Minimum Requirements

  • Active Top Secret SCI Clearance with Polygraph – TS/SCI with Poly

  • High school diploma or GED

  • One (1) year recent experience working at a customer service center is desirable

  • Basic computer skills (MS Word, MS Excel and Lotus Notes); Knowledge of MS Office products

Preferred Qualifications

  • Knowledge of IC regulations, policies, practices and procedures

  • Strong interpersonal skills to maintain effective working relationships with team and customers

  • Good oral and written communication skills sufficient to respond to customers’ routine questions in a clear and concise manner

  • Ability to manage own activities and workflow under tight deadlines

  • Ability to apply a strong customer focus orientation to understand customer requirements, suggest and implements solutions

  • Ability to ensure that management, co-workers, customers and stakeholders are kept informed

  • Ability to adapt to changing work requirements and priorities that may require overtime or extended hours

What We Offer

AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow.

AECOM is an equal opportunity employer and Minorities, Females, Veterans, and Disabled persons are encouraged to apply. For further information, please click here at http://www.aecom.com/content/wp-content/uploads/2016/01/EEO-is-the-Law-poster-supplement.pdf to view the EEO Is The Law poster.